Product: Dynamics 365 Contact Center
Dynamics 365 Contact Center
Discover the latest in Dynamics 365 Contact Center. Learn how this comprehensive solution leverages AI and automation to transform customer service and enhance engagement across all channels.
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping up with ever-evolving customer needs across every stage of that journey.
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful enhancement to unified routing by assigning customer interactions based on service representatives’ scheduled shifts.
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline contact center operations. What is intent-based routing?
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users.
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details.
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and manage service rep activities effectively, leading to improved performance and customer satisfaction.
Empower your Contact Center workforce with shift bidding and swapping
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for shift swapping and shift bidding, empowering service representatives with greater control over their schedules while helping managers easily manage staffing.
Manage time-off requests with Dynamics 365 Contact Center
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This streamlined process offers representatives clear visibility into their leave status, helping managers balance workforce coverage while accommodating employee preferences.
Stay organized with the Schedule Calendar in Contact Center
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location.
Shift planning and scheduling in Dynamics 365 Contact Center
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. A well-structured shift planning and scheduling process ensures service representatives are assigned to the right shifts at the right time. This helps businesses maintain optimal service levels while balancing service representative workload.